technology is changing the game. this dimg tal revolution is alive in almost every sector of society but not yet government. and governor, you understand this intimately. we still have this top-down hierarchical structure, and it's no longer increasingly relevant to the world everyone else is living in. so that's what the book begins to address. >> how do you harness -- >> exactly. >> -- how do you harness this incredible resource we have which is this new technology? because to some people it's about posting family photos and sending snarky tweets to each other. how do you use that for good? >> it's about a two-way conversation. i'm convinced of this, as a businessperson, i have about 1,000 employees in 15 businesses. we used to have one-way broadcast conversations. here's our product, take it or leave it. those days are over. it's a two-way conversation. it's the age of you. it's about customization, not standardization. and so that is a fundamental precept in terms of government reform. we've got to have that feed